Xerox Associate IV, Service Delivery Management in Virtual, Virginia

Xerox Corporation (NYSE: XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them. We understand what’s at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.

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• Responsible for the management of client relationship and contract delivery of outsourcing services to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, customer satisfaction management, contract commitments delivered within cost targets, overall profit and revenue growth.



• Senior level job with extensive work experience

• Has developed expertise in a variety of work processes through job-related training

• Generates new and innovative solutions to complex problems, and proposes improvements to processes

• Analyzes complex technical problems and delivers solutions where precedent may not exist

• Works autonomously within established procedures and practices

• A portion of time is normally spent independently performing individual tasks

• Frequent external contact with customers and suppliers

• Interacts with and influences customers, external partners and internal teams

• Uses industry best practices and experience to improve work efforts and deliverables

• Works under general supervision

• Determines when problems or issues should be escalated

• Will have specialized external certification (technical roles)

Primary Responsibilities:

• Leads and executes the customer satisfaction processes

• Monitors operational activities and coordinates service delivery to ensure SLAs are met

• Monitor and manage the asset database for accuracy and completeness

• Produce operational reporting and data analytics

• Assists with coordinating print device IMAC activities remotely

• Updates and manages ticket activity in customer provided ITSM toolset

• Applies and manages activities leveraging ITIL methodologies

• Produce operational and administrative process tasks

• Support the document management and document control activities

• Support project management tracking and activities

• Support the management of the Configuration Management Database

• Support the management of the ITSM Service Catalog

Candidate Education:

Minimum Associates Degree in Computer Science, Information Systems, Business or similar discipline

Preferred Bachelor’s Degree in Computer Science, Information Systems, Business or similar discipline

Professional Certifications:

Minimum ITIL V3 Foundation

Minimum PMP

Preferred Lean Six Sigma Green Belt

Candidate Background:

Minimum Experience in information technology with a focus on customer satisfaction

Minimum Understanding of printer operations in a network environment

Minimum Significant experience working in ServiceNow or similar ITSM with a focus on incident and request management activities

Minimum Extensive experience working in MS Project and MS Excel

Minimum Experience working in MS Word and MS PowerPoint

Minimum Strong customer service skills

Minimum Strong written and oral communication skills

Minimum Experience working in a high paced, agile small team environment

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Title: Associate IV, Service Delivery Management

Location: Virginia-Virtual- VA

Requisition ID: 18005083